20 item(s)
White Paper
Read this article and find out more about how excellence models can help your company to improve organizational performance.
Collaboration: A Success Factor for Organizational Excellence
White Paper
Read this article and find out how to reduce conflicts, increase collaboration and help people to share knowledge and information.
A-to-Z strategies for building collaboration
White Paper
A competency-based performance management model and its implementation as a strategic initiative.
Competency Models and Performance Management — Getting It Right
White Paper
In this White Paper, Rick Leopoldi discusses the what are service level agreements (SLAs), their importance, what they require and how to develop a plan to start SLA's.
IT Services Management – A Description of Service Level Agreements
White Paper
Read this article and learn how to establish a succession plan for filling current and future needs, moving the organization forward.
Succession Planning: How Deep is Your Talent Pool?
White Paper
In this White Paper, Rick Leopoldi discusses incident and problem management methods, along with best practices for service desk implementation.
ITSM Incident and Problem Management Methods
White Paper
In this white paper, PECB discusses the main clauses of ISO 27001, its links with other standards and guidelines and more.
ISO 27001 – Information Technology Security Management
White Paper
Overview of how effective and accurate creation of personas for business end users could act as a catalyst for value provisioning of IT services.
Service Management Personas: Aligning Business Users to IT Service Provisioning
White Paper
The importance of having a communication methodology in place when implementing an IT Service Management process.
Developing an effective ITSM communications plan
White Paper
An ISO 20000 overview, its key clauses and the link between ISO 20000 and other standards.
ISO 20000 — IT Service Management System
White Paper
A better integration between the main IT frameworks and industry BPM best practices.
ITIL®, COBIT® and CMMI®: Ongoing confusion of process and function
White Paper
A step-by-step approach to conducting an effective Training Needs Analysis (TNA).